Experience

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  Aloft Birmingham Eastside

  • Birmingham, England, United Kingdom

  • Guest Services Manager

    • Jan 2021 - Aug 2021
    • Birmingham, England, United Kingdom

    My Duties in the role are as follows: ● Ensuring that clients are properly greeted upon their arrival.● Carrying out duties of the main onsite contact for all Marriott Bonvoy Rewards guests on property. This includes implementing new enrolment strategies, reviewing membership recognition strategies, etc.● Carrying out Duty Manager responsibilities.● Overseeing check-in and check-out procedures, including reservations and financial transactions.● Promptly addressing guests’ requests.● Covering multiple departments and assisting with their duties. This includes:o Working in F&B in the absence of F&B Staff (Processing and delivering room service orders, making cocktails and drinks at the bar, making guest food during night shifts)o Performing Housekeeping duties in the absence of housekeeping.o Cleaning and Inspecting rooms to ensure they are up to standard for guest check-in and use.o Assisting the events department in set-up and break-down procedures as well as executingmultiple roles within events.o Assisting guests with Maintenance issues in the absence of Maintenance.● Implemented new strategies to improve efficiency within the guest services department.● Actively listening to and resolving guest complaints.● Ensuring special guests, like disabled people, elderly, children, and VIPs receive personalized services.● Managing communication between guests and staff and following up to ensure we resolvecustomer concerns.● Promoting all hotel amenities, conveniences and programs offered.● Managing guest relations team.● Appraising team performance and regular reports.● Liaising with housekeeping and wait staff to provide an overall comfortable and luxurious guestexperience.● Examining daily duties of departments and assigning tasks and checking on progress of tasks.● Analysing customer feedback from hotel guestbook and online reviews and suggesting new ways toimprove ratings/reviews.

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  The Westin Grand Cayman Seven Mile Beach Resort & Spa

  • Cayman Islands
  • Hospitality
  • 100 - 200 Employee

  • Lifestyle Host

    • Jan 2020 - Mar 2020

    Delivered high levels of customer service when booking guests into luxury accommodation in addition to upselling particular packages and upgrades to increase revenue. Organised and executed various hotel activities to keep guests entertained and enhance a positive reputation. Ensure flawless event execution by managing pool and beachside gatherings. Coordinated the "Kids Club" and various babysitting activities to guarantee guests have a relaxed stay.● Managed successful hotel events singlehandedly in instances of being only Lifestyle Host available.● Implemented new strategies to improve efficiency● Received recognition through guest reviews as Most Popular Host for two consecutive months.

  • Reservations Agent

    • Dec 2018 - Dec 2019

    Communicated with potential guests to plan duration of stay and followed up with confirmation after the finalisation of plans and payment processing. Maintained exceptional customer service throughout the booking and planning process which included providing any additional advice. Boosted revenue by promoting and selling additional services and upgrades. Ascertained all reservation and deposit records were updated and accurate. Input data into the property management system to ensure high profile guests have enjoyable stays.● Promoted from Reservation Agent to Lifestyle Host through displaying exceptional customer service.● Achieved ambassador status for Forbes 5-star standards within the department.● Attained monthly booking & sales targets every month.

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  Kimpton Hotels & Restaurants

  • Cayman Islands

  • Front Desk Agent

    • Oct 2017 - Dec 2018
    • Cayman Islands

    Registered and booked guests in and out of accommodation, while addressing any special requests. Verified payment methods and conducted background credit checks upon guest check-in in addition to processing guest check-outs. Correspond with hotel staff regarding the status of accommodation. Augmented hotel revenue through promoting guest rooms and additional hotel services. Utilised knowledge of room locations, types of rooms, and room rates to accurately advise guests. Maintained a clean and presentable front desk area. Performed cashier duties such as posting charges to guest accounts, raising payments, and currency exchange.● Performed additional duties of night audit and switchboard management.● Functioned as part of team to successfully plan memorable hotel events.● Utilised exceptional customer service skills to assist difficult guests resulting in guests staying at the location longer as well as bringing the family back on return trip.

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  The Westin Grand Cayman Seven Mile Beach Resort & Spa

  • Cayman Islands
  • Hospitality
  • 100 - 200 Employee

  • Front Desk Agent

    • Jun 2016 - Sep 2017

    Booked guests in and out of rooms in addition to accommodating various special requests. Performed background credit check on guests upon check-in and confirmed payment method in addition to executing various cashier functions. Communicated with hotel staff on the status of guest rooms. Advertised guest rooms and marketed hotel services. Advised guests on room locations, types of rooms, and rates through employing outstanding knowledge of the hotel. Enhanced hotel reputation by ensuring excellent customer service, leading to customer satisfaction and retention.● Received nomination for Employee of the Month for outstanding service and performance.● Obtained great ratings from managers.● Gained familiarity with customer service and techniques required for assisting customers professionally.

  • Call Center Representative

    • Jan 2016 - May 2016

    My primary responsibility in this position was to take external calls to the hotel and redirecting them to the appropriate party so as to help them gain information about the hotel and also to take internal calls from guest whenever they need to order room service. I would take their orders and send them out to the room service staff and the kitchen.Another responsibility that I had in this job was to make sure that visiting guests got certain amenities that were arranged by the front desk, the sales team, the concierge, and other departments. In this position, I did have some cashiering responsibilities as well, such as balancing cash and credit/debit card transactions that occurred throughout the shift from the 3 in-house restaurants and in-room dining.